Service Support Advisor

Job No: LS2925

Location: Victoria / Tasmania

Employment Status: Full-time

No. of Vacancies: 1

Closing Date: 26 Jun 2020 AEST

About the Company

Lifestyle Solutions provides services to people with disability, young people and children in Out Of Home Care, their families and communities.

Their customers receive services designed to meet their everyday needs and support them to achieve their goals.

Lifestyle Solutions believe that their staff are their best assets. They believe in ensuring equal recognition, equal treatment, and equal opportunity to all of the people they support, their customers. This is only possible if they have great staff.

The Opportunity

The Service Support Advisor will specialise in undertaking analysis and investigative work to identify and respond to staff and customer incidents. They will proactively advise the business on escalations and plan to prevent known incidents across the business. Where an incident arises, they will support the team in actively responding to requests, ensuring matters are closed out in a timely and safe manner. 

The role of the Service Support Advisor is to support the Incident Prevention and Response team by responding to incident management system and response processes and ensuring the business is compliant at all times.

The Incident Support Prevention and Response team has been designed to support and enable teams working across the organisation to support service excellence in all areas. The team will focus on supporting, guiding and facilitating teams on areas such as service compliance, team based support and local community / family engagement.

The Executive of Customer Service Delivery is the sponsor for the Incident Support Prevention and Response Team.

Key Responsibilities

1. Support and/or resolve incidents for or with customer facing teams where the appropriate skills, knowledge and experience are available.
2. Escalate incidences and serious situations as defined in business policy.
3. Support service reviews using i-Auditor.
4. Review supports and effectiveness in line with incident trends and hot-spots.
5. Analysis and support on identified antecedents.
6. Ensure appropriate debriefing and people support strategies are in place following a serious incident.
7. Ensure incident reporting is accurate, timely and closed out by the relevant team.
8. Support Service Delivery Teams in maintaining their compliance requirements.
9. Lead the provision of immediate and ongoing debriefing, reflection and support, and/or employee assistance support for employees.
10. Develop and analyse customer insights and trends to drive service improvement.
11. Provide assurance of compliance with contractual, regulatory and safeguarding standards and requirements.
    
    

Essential Criteria

1. Tertiary qualifications in risk management, WHS or a related field with a minimum 5 years’ experience working in complex residential environments;
2. Thorough understanding of customer focused incident / risk management with a proven ability to coordinate practical responses that satisfy relevant legislation, standards and / or agreements;
3. Ability to produce quality legal documents to be interpreted by governing / auditing bodies;
4. Proficiency in CareLink, Riskman and Solvsafety & i-Audit systems;
5. Experience in business continuity, crisis management and incident response;
6. Commitment to reflective practice and proven ability to apply in practice;
7. Advanced knowledge of Microsoft Office (Word, Excel, Vision, PowerPoint, Project, etc.);
8. Sound written, oral and presentation skills and proven capacity to foster productive relationships with diverse staff and customers;
9. Demonstrated ability to perform in high pressure environments;
10. Current driver’s licence and a willingness to travel interstate;
11. Relevant probity clearance and willingness to undertake additional State / Territory checks as this role operates across all services.
    
    

Location

Victoria or Tasmania

I'm interested! How do I apply?

To apply for this position, please submit a one-page cover letter addressing the key selection criteria to the role and your CV to dani@orchardtalent.com.au

For a confidential conversation or role enquiries, please call Dani White on (02) 9157 6208.

View more about this team and the role statement here

Important Points

We encourage you to apply as soon as possible as we will be actively assessing applicants during the advertising period.

 
These positions will be advertised internally and externally until Friday the 26th June.

Lifestyle Solutions reserves the right to remove this post before the specified closing date. We strongly encourage all interested people to apply for these roles today as we will be shortlisting and interviewing during the application period. 

All applicants are required to undergo employment screening through probity checks, prior to commencing. 

Lifestyle Solutions is committed to building a workplace culture that values diversity and inclusion. We actively promote the employment of people with disability, Aboriginal and Torres Strait Islanders, LGBTI and other diversity groups. 

Lifestyle Solutions encourages applications from people with disability and will provide reasonable adjustments in our recruitment processes and in the workplace.